Seasonal Remote Tax Software Support Agent

Embedded Shishya; United States; Remote; USD 21,000 - 30,000; Full time

Job summary

Taxwell is seeking a Seasonal Remote Customer Service Representative to support Drake Software, delivering expert assistance to tax professionals. The role emphasizes responsive troubleshooting, clear communication, and empathetic service to help clients grow their businesses.

Responsibilities include diagnosing issues via phone, email, and chat; guiding users through diagnostic steps; documenting interactions; and maintaining dependable attendance throughout the season from November to April.

Qualifications

• High School diploma or GED.
• At least 1 year of experience in a customer service role within a call center.
• Proficiency with essential computer applications and accurate data entry.
• Prior experience in telemarketing, retail, or customer relations preferred.
• Strong customer service skills and ability to show empathy in interactions.
• Excellent verbal communication and active listening.
• Strong reading and critical-thinking skills.

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat.
• Interview end user to determine root cause and guide through troubleshooting steps.
• Handle problem recognition, research, isolation, and resolution with escalation as needed.
• Document and track all customer interactions and resolutions for follow-up.
• Deliver empathetic service to maximize customer satisfaction.
• Adhere to scripts, procedures and direction from management.
• Maintain reliable attendance and adhere to schedule.

Skills

Active listening

Empathy

Verbal communication

Data entry

Problem solving

Education

High School diploma or GED

Tools

CRM software

Job description

Taxwell is seeking a Seasonal Remote Customer Service Representative to support Drake Software, delivering expert assistance to tax professionals. The role emphasizes responsive troubleshooting, clear communication, and empathetic service to help clients grow their businesses.

Responsibilities include diagnosing issues via phone, email, and chat; guiding users through diagnostic steps; documenting interactions; and maintaining dependable attendance throughout the season from November to April.